SUMMARY:

Over 20 years of experience in the Information Technologies field in positions ranging from but not limited to Help Desk Technician as well as Desktop Support Engineer to Field Network Technician and IT Manger. Installation and configuration of Microsoft Desktop and Server operating systems from DOS 5.0 to Windows 10, and server operating systems NT 40 to 2008. Support of Mobile operating systems, iOS, Symbian, Android, Windows CE and Apple Operating systems OS X.

EMPLOYMENT HISTORY:

Confidential, Cincinnati, OH

IT Service Desk Technician

Responsibilities:

• Document calls and work requests using Service Now
• Performed root cause analysis of recurring issues
• Performed Active Directory account maintenance
• Provided prompt response to user’s IT issues
• Completed assigned tasks well within required service level agreement

Confidential, Cincinnati, OH

Desktop Support Specialist

Responsibilities:

• Determined compatibility of desktop applications, remediated compatibility issues and deployed Windows 10 to all Retail and Corporate PCs

Confidential, Cincinnati, OH

Data Center Support Technician

Responsibilities:

• Assisted in the overall coordination and execution of datacenter operations
• Coordinated with building facilities and various IT management teams relative to DC operations and project activity
• Assist in the creation and maintenance of network and datacenter diagrams and detailed site documentation
• Perform operational tasks associated with datacenter deployments, migration and decommissioning

Confidential, Cincinnati, OH

Contractor

Responsibilities:

• Performed on - site analysis, troubleshooting, preventative maintenance, installation, and repair of Information systems
• Independently researched and resolves basic to moderately complex technical problems
• Collaborated with other MST teams to resolve more complex problems
• Responsible for customer satisfaction by building and maintaining key site contact relationships to better understand and respond to business needs

Confidential, Cincinnati, OH

Desktop Support

Responsibilities:

• Provided phone and deskside support for computer systems and peripheral components
• Evaluate, prioritize and respond to service requests with a timely resolution
• Prepare, coordinate and support user training and documentation and provide technical assistance for post-implementation support issues
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Confidential, Cincinnati, OH

Tech Support Analyst

Responsibilities:

• Responded to requests for technical assistance in person via phone and remotely for Microsoft based systems and associated software and hardware
• Supported User and computer accounts in Microsoft Active Directory
• Maintained confidentiality and discretion when working with passworded or sensitive materials
• Proactively resolve customer problems with equipment and services
• Track service request tickets during daily operations utilizing Service Now

Confidential, Blue Ash, OH

Systems Administrator

Responsibilities:

• Perform and validate test packages for Microsoft Workstations operating systems
• Monitor production deployment process with team packagers
• Ability to manage packages, collections and assignments in the SCCM console
• Actively participated in team support by proposing and implementing solutions
• Maintained SCCM client troubleshooting skills on the Windows 7 as well as Windows 8 and 10 platforms pConsults with customers regularly to identify needs, develop and implement proposals
• Track service request tickets during daily operations utilizing Service Now

Confidential, Blue Ash, OH

Technical Support Analyst

Responsibilities:

• Monitor/configure/remediate the CA IT Client Manager to accommodate multi-site software deployments
• Evaluate alternatives for deploying and supporting applications in a managed environment
• Evaluated current procedures and processes for accomplishing department objectives and continuously developed and implemented improved practices
• Responsible for proper escalation, communications, and management of production system problems
• Track service request tickets during daily operations utilizing Service Now

Confidential, Cincinnati, OH

Associate Field Technician

Responsibilities:

• SLA driven environment
• Provide support for Cisco and Tanberg teleconferencing hardware
• Configured and supported Android phones
• Track service request tickets during daily operations utilizing HP Service Manager
• Remote and desk side support for desktop and laptop PCs
• Provide minor repair of networked printers to include maintenance kit replacement

Confidential, Mason, OH

IT Manager

Responsibilities:

• Administered and maintained connectivity of network devices through the configuration of networking protocols such as DNS,TCP/IP and DHCP
• Administration of User and computer accounts via Microsoft Active Directory MMC
• Plan, organize, direct, control and evaluate the operations of information systems and electronic data processing (EDP)
• Responsible for hiring and managing contractors to design, develop, implement, Operate and administer computer and telecommunications software, networks and information
• Systems
• Managed the computer systems budgets and expenditures
• Provide recommendations about accessing information and support
• Maintained current and accurate inventory of technology hardware, software and resources

Confidential, Cincinnati, OH

Desktop Support Engineer

Responsibilities:

• Member of a team responsible for providing computer support services of both software and hardware for approximately 3000 workstations
• Configured and supported Android phones, Blackberry and Windows phones
• Configured and Maintained Chrome books, Apple iPads and Android tablets
• Assisted in examination and maintenance of network servers and equipment
• Responsible for training staff and orienting them on how to use computer hardware and software systems
• Support for Polycom teleconferencing Hardware

Confidential

IT Coordinator

Responsibilities:

• Responsible for maintaining all hardware and networking functions of Confidential, for clients and internal systems
• Maintain and troubleshoots kiosks and video sharing systems
• Ensure that all client needs are met and/or exceeded
• Assist as directed with Confidential deployments and new hardware, software and online development
• Work with Business Manager to maintain strict inventory controls on all hardware and equipment

Confidential, Confidential, OH

Help Desk Engineer

Responsibilities:

• Personally responsible for support of approximately 300 workstations in a mixed Novell and Microsoft network environments
• Provided assistance via phone and in person for customers to resolve issues for workstation, printers, and software
• Utilized Footprints software ticketing software, to track and follow up on issues
• Supported Novell Groupwise, and Zenworks as well as numerous Microsoft and software packages that were specifically written for use by the Confidential Ohio court systems

Confidential

Help Desk Associate

Responsibilities:

• Provided assistance via phone for customers to resolve issues for workstation, printers, and software
• Utilized HEAT ticketing software, to track and follow up on issues
• Resolve customer issues or determine a need to escalate to higher level support in a timely manner

Confidential

Workstation Support Specialist

Responsibilities:

• Installation of hardware & software in a networked environment Utilizing Computer Associates Unicenter Software
• Tracked Service call tickets through the use of Hewlett Packards Service Center
• Provided end user support in person and over the phone, troubleshooting, repairing and upgrading hardware and software issues as well as workstation configuration

Confidential

Help Desk Support Specialist

Responsibilities:

• Provide First Level support for workstation, printer, cellular and land line systems via telephone
• Utilized software ticketing, remote management and user administration software to provide and track status for end user support
• Resolve customer issues or determine a need to escalate to higher level support in a timely manner

Confidential

Network Support Specialist

Responsibilities:

• Provide technical support to residential Cable Modem and Wireless Networking customers
• Work closely with Regional Data Center staff to resolve issues quickly
• Communicate pertinent information with Network Operations and Support field personnel as needed
• Resolve complex PC and Cable Modem issues

Confidential

Desktop Support Engineer

Responsibilities:

• Configured and supported Blackberry mobile phones and administered their accounts through BES
• Installation of software and deployment of new workstations and laptops
• Remote support of windows machines through SMS, VNC
• Helpdesk support level 1 and 2
• Developed SOP for performance of daily tasks